Sabau Furs Inc.

We apologize for your experience and will refund the $you were charged as a diagnostic feeYou are correct that our price was too highWe recently changed to electronic price books and the combination of both a fan motor and the associated fan wheel were not combined correctly and we're
approximately $too highAdditionally, the invoice included an annual maintenance plan that further increased the priceIt was our technicians understanding that you wanted the maintenance plan and he included it in the estimateHowever, in an "apples to apples" comparison, the price you paid was very low for the marketIn this case, the pricing could be influenced by the actual number of components being replaced (we had three), the quality of the replacement parts, and most importantly the warranty offered on the repair (We provide one year part and labor warranty, where many contractors provide days at best

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ** ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

The customer is asking for information that we do not have, specifically an air quality report generated on 04/14/I understand the customer believes it exists, but it does notI have reviewed the website and provider that produces the reports for us, and the report was not concluded, issued, or paid forThe customer is "uncomfortable" with us running another reportI'm at a loss for what we can do to close this matter, but I'm certainly open for suggestions

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Aire-ServBusiness did not acknowledge that the air quality technician came to my home on 4/after being scheduled by *** on 4/ As stated before in the original complaint, the initial technician that I paid the on the first visit stated that I needed an air quality testing actually test for the chemicals..that was the reason supposedly I was a put on a waiting list that seems to never existThe technician that tested my the air quality stated that it was unsafe to stay in the my home I indicated to him that the information tested would be helpful in my filing a claim against the HVAC technical that installed my new furnace With that being said, He suggested that I get a second opinion of the HVAC vendor to view the recently installed furnace to identify the problem of releasing gases and get a cost of mitigating the problem The $was never the issueI understood that I would pay I am not sure why this technician did not collect the monies after the air testing was completedMy understanding is that I would pay the or sign up for the plan with no charge at the time testing Why would AireServ send a sales consultant when *** had scheduled for air quality technician for 4/14.Because I feel AireServ was not transparent in providing a copy of the test ta*** on 4/14, having another test ta*** at causes me to feel uncomfortable I feel I was stonewalled because of the possibility of legal action against the HVAC vendor that installed my heating unit The last conversation I had with *** supports that conclusion She stated let me see what the owners want to do since we feel your case has legal implications Business offer denied.
Regards,
*** ***

First I would like to address the accusation that we used unlicensed workers to install this unitUnfortunetly, we did have one violation several years ago in which one of our employees had failed to renew his licenseHe was licensed when we hired him and renewed quickly once the error was
discoveredThe customers statement “I believe they used unlicensed workers” has absolutely no basis in factThe lead installer on this project is still with us, has never had a violation, and carries both a Journeyman HVAC and a Master plumbers licenseThe customer’s unit was installed on 02/27/The installation included a Year manufacturer parts warranty and a two-year labor warranty that we provideA requirement of both ours and the manufacturer’s warranty is that the unit have documented maintenance at least annuallyOn 06/30/2014, two months beyond the expiration of the labor warranty, we were called to investigate a “clicking” noiseWe were unable to reproduce the sound but we did secure a lose wireOn that visit, our technician noted that the unit was extremely dirty and in need of cleaningThe technician was informed that the Home Owner would perform his own cleaning, and declined us doing soRunning a system in this condition elevates the operating pressures and will damage the compressor and cause coils to develop leaks due to those elevated pressuresWe were called back on 07/14/(two weeks later) on a “no cooling” callUpon arrival, the technician found the outdoor unit completely clogged and the error codes indicating that it had been cycling on the high-pressure limit switch due to this clogged conditionWe cleaned the unit, restored power, and added ounces (a very small amount) of refrigerant, all at NO CHARGE, even though the unit was five months out of labor warranty, in the interest of maintaining great customer serviceOn 12/22/14, there was a capacitor failure on the indoor blower motor, unrelated to the cleaning issueWe replaced the capacitor AT NO CHARGE, even though the unit was now ten months out of warranty to appease this customerOn 05/03/(three years after the first added refrigerant and five years after original installation) we receive another “no cooling” callDuring the phone conversation setting up the call, the customer states to the CSR that it’s been “or years” since the unit has been maintainedWe arrive and find the system low on refrigerant and provided him an estimate to make the necessary repairsThe customer declined as he thought he should not be chargedWe have honored our warranty well beyond its terms and conditions and yet the customer continues to demand we extend it even furtherThe customer has failed to even remotely meet the minimum maintenance standards that would have most likely avoided the situation we are in now, and continuously misrepresented the situation on social media to our detrimentOur best offer to get this behind us.We will recharge the unit to specifications for 50% of our standard pricing, but it will not include a warrantyThe customers cost would be $271.40, paid in advance

We resolved this issue with *** *** on June 5, and have completed and been paid for the repair per the following agreement and description. Your unit was installed on May 8, The unit came with a year parts warranty and a year labor warranty, which is an additional year
over most of our competitionWe returned on June 15, on a no cooling call to find the breaker tripped due to a storm the previous eveningTechnically, since this was not a fault of ours or the equipment, you should have been billed the service runHowever, we waived the charge in the interest of customer serviceWe returned again on April 22, (almost a year after the installation) to find the old, existing amp breaker in your home had tripped when the Amp breaker we installed had notThis would be an indication that the older breaker (that we did not install) may be getting weakThis breaker is not under our warranty as it was existing in your home when we began the projectAt that time, the technician noted that the unit needed to be cleanedYou were offered a maintenance plan but did not acceptBoth ours and the manufacturer warranties require a minimum of annual maintenance to keep the warranty intact but none was performedAgain, we made this run at NO CHARGE when this trip should have been billed as nothing we provided was involved in the causeThe next trip was August 20, At this point the system was a full days outside of our labor warrantyThe technician found the unit to appear to be low on Freon but could find no leakSince it was such a small amount of Freon and no leak was found, the technician assumed that the adjustment could have been a reflection of a number of things, the lack of maintenance being oneTo our knowledge and observation no maintenance had been performed after two years of operationWe made this trip on a Saturday and again there was NO CHARGEThe most recent trip was on May 23, The unit has been out of labor warranty for one full year plus fifteen daysThe technician found a leak in the evaporator coil and we provided a price to obtain the coil under warranty and charge for the labor and refrigerant for its replacement, and again there was NO CHARGEIn summation, the issues with your unit early on were electrical in nature and your new HVAC equipment or the installation were not at faultThe first indication that the system was low on Freon was well after the labor warranty had expired and we have charged you nothing for all of the service noted aboveI believe we have been more than accommodating and reasonableAs a gesture to resolve this issue, we will offer to discount the estimate provided to make the repair by *** I hope you find this to your liking so that we may get the system back in operation

My apologies for your experienceI would agree our CSR team needs some additional training regarding water heater issuesThe confusion exists because, generally speaking we do not repair water heatersThe vast majority of water heater calls we receive are leaking from the tank and are therefore
unable to be repairedWe will improve our scripts and training for this process to hopefully eliminate this issue going forwardWe also agree that since you received no value for the $you paid us and we are returning it to you via checkWe appreciate the opportunity to make this right

The report the customer has requested does not existTherefore, we are unable to provide the resultsWe were originally called to the property to diagnose an unusual smellThe comments from the technician that ran the call are summarized as follows; “On arrival gathered info from customer,
inspected ductwork and smelled inside ductwork, nothing abnormalI did however find gas manifold psi higher than specificationsAdjusted gas pressure to spec, customer agreed that the smell seemed to go awayAlso opened all closed air vents in home, I believe the heat exchanger may have overheated due to the elevated gas pressure and closed vents causing the odorThe customer will monitor and let us know if this caused smell to dissipate.” One of our sales staff visited the home on 04/to evaluate the situationHe had with him a unit to perform the air quality testingThe test was not completed as there is a $charge for the testing when performed for investigative purposes only We have no record of any testing (technician or sales staff) indicating any Carbon Monoxide or Carbon Dioxide readingThese are two different substances, one harmful (carbon monoxide) and one not (carbon dioxide)A Carbon Monoxide reading of PPM would have been almost instantly deadlyA Carbon Monoxide reading of PPM would have been in a “normal’ range Had anyone in our employ detected a dangerous situation being created by the furnace, the customer would have been notified and the furnace shut down and tagged outIn subsequent conversations with the customer we offered to return and perform the test for the original offered $charge, but the customer refused, believing that it had already been performed without chargeThe original $charged the customer was for the service call, inspection and adjustmentsSince no report was ran we are unable to furnish it for free or at any costIf we had the report, we would gladly furnish it as requestedOur offer stands to perform the testing for the originally quoted price of $

This business response was received by Revdex.com staff member AH via phone.Robert stated Mr*** is not a customer of his and he will not respond to this complaint

Per request we did reach the customer by phone today. We admit that this incident was an unprecedented string of customer service failures on our part and we apologize for the treatment and the frustration. As a token of our apology we have extended the maintenance plan for one additional year at no...

charge and granted a one year parts and labor warranty on the equipment to offset any concerns regarding damage to the equipment.